Cancellation & Refund Policy
Last Updated: June 11, 2026
1. Introduction
NACSS is committed to providing excellent service and ensuring customer satisfaction. This policy outlines our cancellation and refund procedures to ensure transparency and fairness.
2. Cancellation of Services
2.1 How to Cancel
Customers can request cancellation by:
2.2 Cancellation Notice Period
Notice Period: A minimum of 30 days' written notice is required for service cancellation. Service will be disconnected at the end of the current billing cycle.
2.3 Final Bill
Upon cancellation, a final bill will be prepared including:
- Charges for services used up to the disconnection date
- Any outstanding amounts
- Applicable taxes and statutory charges
3. Refund Policy
3.1 Eligible for Refund
Refunds may be issued in the following circumstances:
- Overpayment of fees
- Duplicate or erroneous charges
- Service credits as per service level agreement violations
- Cancellation of service before billing date
- Advance payments for unused services
3.2 Not Eligible for Refund
The following are generally not eligible for refund:
- Services fully provided and utilized
- Installation and setup charges
- Charges incurred due to customer's request
- Services cancelled by NACSS due to policy violations or non-payment
- Premium services or add-ons once activated
3.3 Refund Processing Time
Processing Period: Approved refunds will be processed within 7-10 business days to the original payment method. In some cases, it may take up to 3-5 additional business days for the refund to reflect in your account.
4. Money-Back Guarantee
4.1 Trial Period
New customers enjoy a 7-day trial period from the date of connection. If you are not satisfied with the service quality or performance, you can request cancellation within this period with full refund of setup charges.
4.2 Conditions
- Equipment must be returned in original condition
- Request must be made within 7 days of activation
- Installation and service charges are non-refundable
5. Service Level Agreement (SLA) Refunds
If NACSS fails to meet the guaranteed uptime of 99.9%, customers are eligible for compensation as follows:
- 99.5% - 99.89% uptime: 10% of monthly charges
- 99% - 99.49% uptime: 20% of monthly charges
- Below 99% uptime: 30% of monthly charges
SLA credits must be claimed within 30 days of the downtime incident by providing evidence and documentation.
6. Equipment Return Policy
6.1 Return Conditions
Upon cancellation of service, customers must return all NACSS-provided equipment, including:
- Router/Modem
- Set-top box (for IPTV)
- Cables and other accessories
6.2 Damage Charges
Customers may be charged for equipment damage beyond normal wear and tear:
- Physical damage: Full replacement cost
- Missing accessories: Individual component cost
- Normal wear and tear: No charge
7. Non-Refundable Items
- Installation and activation charges
- Professional services
- Premium channel subscriptions (partially used)
- Late payment penalties
- Service reconnection charges
8. Partial Cancellation
Customers may cancel individual services (IPTV, Landline, OTT) while keeping others. Charges will be adjusted accordingly, and any advance payments will be credited to remaining services or refunded.
9. Grievance and Dispute Resolution
If you believe you are entitled to a refund that has been denied, you may lodge a grievance:
- Contact our customer service within 30 days
- Provide supporting documentation
- Escalate to our complaint resolution team if needed
- Request independent audit/verification if necessary
10. Special Circumstances
10.1 Service Area Changes
If NACSS exits a service area, customers are eligible for a pro-rata refund of their prepaid charges.
10.2 Change of Ownership
In case of change of residence or business location outside our service area, customers can request transfer or cancellation with pro-rata refund.
10.3 Force Majeure
In case of unforeseen events (natural disasters, government orders), NACSS will work with customers on refund eligibility on a case-by-case basis.
11. Tax Implications
Refunds will include applicable taxes as paid by the customer. Refund of GST (if applicable) will follow government regulations.
12. Policy Changes
NACSS reserves the right to modify this policy. Changes will be communicated to customers 30 days in advance. Existing customers will be covered under the policy prevailing at the time of subscription unless stated otherwise.
13. Contact and Support
For refund requests or clarifications:
14. Acknowledgment
By subscribing to NACSS services, you acknowledge that you have read, understood, and agree to this Cancellation & Refund Policy. If you have any questions, please contact our support team before subscribing.